Blog with Customer Perspectives

Three services mystery shoppers can provide

In this article from Investopedia, some examples of mystery shopping and how it can benefit the end-user, the customer, are explained: Branding A mystery shopper can check that an establishment has “brand integration”—otherwise known as providing a product or service that is consistent with the company’s image. If signage and advertising suggests one thing, but [...]

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What’s the cost of losing a customer?

It wouldn’t be a good situation to be gaining customers in respectable numbers, but losing existing customers just the same. Gaining or losing a customer has a significant impact on a company’s profits. If new customers are gained by offering them significant discounts—a pretty common practice—the value of keeping those existing customers who are paying [...]

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Mystery shopping programs explained

The true value of a secret shopper service such as Customer Perspectives is knowing what’s really going on in your store when management isn’t around. A good mystery shopping service will set up a customer service evaluation program for you that is based on needs that you have identified. This article explains some of how [...]

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“Hatesurfing” to positive business outcomes

Is the Internet one big complaint box? It seems that way, according to the author of this article on “Hatesurfing”. One suggestion by social media experts is for businesses to begin their activity on social media sites by finding out what people are saying about their business. Then, if negative comments or content is found, [...]

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Mobile technology stores especially need top-notch customer service

Cell phone stores are finding themselves at the frontline of wireless service and, because their customers are indeed wired, need to provide the best possible customer service. A mystery shop at such a store would be a great way to do that. A mystery shopper can give the wireless store owner a firsthand report from [...]

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Apartment leasing industry can learn much with mystery shopping

Mystery shopping services can be a vital training tool for people in the leasing industry, where building customer relationships is key. When it’s been used in the past, the secret shoppers have uncovered problems most often when the professional is speaking with someone on the phone or communicating via the Internet. A mystery shop determines [...]

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Every company should be in the customer service business

In this excellent article from the Minneapolis Star Tribune, customer service expert John Tschohl points out that every company should think of themselves as a customer service company, not a retail or manufacturing company. That means that everything that company does has to be geared toward making the customer experience[J6] better and better.[J7] Included in [...]

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Mystery Shoppers Move into 21st Century

[adapted from 1to1 Media newsletter] Social media like Facebook ad Twitter aren’t affecting the value of hiring a mystery shopping service. That’s the view of Customer Perspectives owner Judi Hess and others in the industry. Mystery shopping is “a means to measure customer service, product knowledge, and sales ability,” Hess said. It offers subjective, targeted [...]

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Use mystery shopping? Share the data across departments

(By Judi Hess – President, Customer Perspectives) If you’re a bank that has used the services of a mystery shopper company such as Customer Perspectives, you’ll get more value from your investment if you share the resulting data across departments and encourage those departments to use and act on that data. Here are five ways [...]

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What’s hot in mystery shopping: It’s not all shopping and eating!

You probably haven’t ever heard ‘hot’ and ‘mystery shopping’ in the same sentence.  But, according to Jane Edwards-Hall, the world of mystery shopping is spicing up as more traditional researchers deploy mystery shopping programs in ways you would least expect. Ms. Edwards-Hall notes that government agencies, hospitals, healthcare providers and even schools are using mystery [...]

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